System and method for secure transitory data storage and management

ABSTRACT

A system and method for secure storage and management of transitory data, comprising at least a profile manager, a callback manager, a context analysis engine, and a vault manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, which creates a password for accessing the data container, which temporarily stores the data container, which manages data container interactions between the system user and a second user, such as a business enterprise, and which establishes default preferences and creates a default container based upon context content data.

CROSS-REFERENCE TO RELATED APPLICATIONS

Priority is claimed in the application data sheet to the followingpatents or patent applications, the entire written description,including figures, of each of which is expressly incorporated herein byreference in its entirety:

Ser. No. 17/358,331

Ser. No. 17/336,405

Ser. No. 17/011,248

Ser. No. 16/995,424

Ser. No. 16/896,108

Ser. No. 16/836,798

Ser. No. 16/542,577

62/820,190

62/858,454

Ser. No. 16/152,403

Ser. No. 16/058,044

Ser. No. 14/532,001

Ser. No. 13/659,902

Ser. No. 13/479,870

Ser. No. 12/320,517

Ser. No. 13/446,758

Ser. No. 12/320,517

Ser. No. 16/591,096

Ser. No. 15/411,534

62/291,049

BACKGROUND Field of the Art

The disclosure relates to the field of contact center technology, andmore particularly to the field of cloud-implemented automated callbacksystems and transitory data management systems.

Many businesses use groups of service representatives for communicatingwith clients who initiate communications with the business, such as bytelephone calls or text based messaging. To most efficiently use thetime and skills of each service representative, the servicerepresentatives may be organized into groups based on a skill set. Forexample, the groupings may be based on the representative's ability tohandle client issues such as the opening of new accounts, billing issuesand customer service issues on existing accounts.

Discussion of the State of the Art

Typically, if a client calls such a business, voice prompt menu choicesenable the calling client to identify the issue for which the clientrequires service and the client is then queued for a service agentcapable of handling the identified issue. As such, it is expected thatclients who identify the purpose of their call as a “billing issue” willbe queued for, and connected to, a service representative with theability to handle billing issues. Similarly, it is expected that clientswho identify the purpose of their call as a “customer service issue”will be queued for, and connected to, a service representative with theability to handle customer service issues.

There are problems with existing communications systems, such as contactcenters, including the following two problems. First, the voice promptmenus that are used to channel callers to the queue for the appropriategroup of service agents are exasperating to a client at best. It takessignificant time to navigate the layered menus of voice prompts.

Second, waiting on-hold while a connection, be it a phone call, webchat, video conference, or other interaction type, is maintained inqueue for connection to a service agent is also exasperating to a clientat best.

In an effort to reduce customer exasperation caused by having tomaintain a connection while on-hold in queue, secondary queue systemshave been developed. A typical secondary queue system obtains atelephone number at which the calling client can be reached when aservice representative is available (i.e., a call back number). Theclient disconnects, and then, at the proper time, a call back systemestablishes a connection to the client utilizing the call back numberand couples the client to an available representative without waitingon-hold in queue.

One exemplary system is disclosed in U.S. Pat. No. 6,563,921 to Williamset al. which is commonly assigned with the present application.

While such a system may make the experience of waiting for a connectionto a service representative slightly less exasperating, it does notaddress the inconvenience of having to navigate an irritatingly slow andusually complicated voice prompt menu to enter the queue.

Furthermore, when a customer attempts to contact or conduct businesswith an enterprise, they often have to share information or acquiesce todata requests in order to receive service or perform a transaction. Oncea customer provides this information and data, they have minimal agencyover what is done with the data once it has been shared. This can beespecially worrisome to a customer who provides personal identifyinginformation or financial data.

What is needed is a system and method for providing secure storage andmanagement of transitory data that assists customer control over theirdata when interacting with an enterprise.

SUMMARY

A system and method for secure storage and management of transitorydata, comprising at least a profile manager, a callback manager, acontext analysis engine, and a vault manager, which allows a user tocreate a data container to store data preferences, which encrypts thedata stored within a data container, which creates a password foraccessing the data container, which temporarily stores the datacontainer, which manages data container interactions between the systemuser and a second user, such as a business enterprise, and whichestablishes default preferences and creates a default container basedupon context content data.

Accordingly, the inventor has conceived and reduced to practice, asystem for secure storage and management of transitory data containers,comprising: a computing device comprising a memory and a processor; anda domain-specific database stored on the memory of the computing device,wherein the domain specific data comprises pre-defined enterprisespecific rules and preferences; and a callback manager comprising afirst plurality of programming instructions stored in the memory andoperating on the processor, wherein the first plurality of programminginstructions, cause the computing device to: initiate a session whenfirst contact is made with a caller; send session attributes to at leastone of a context analysis engine and a data message aggregator; and acontext analysis engine comprising a second plurality of programminginstructions stored in the memory and operating on the processor,wherein the second plurality of programming instructions, cause thecomputing device to: receive the session attributes; generate, inresponse to the session attributes, context content pertaining to atleast one of the callback requestor, the callback recipient, and thesession attributes; forward the context content to a vault manager; anda vault manager comprising a third plurality of programming instructionsstored in the memory and operating on the processor, wherein the thirdplurality of programming instructions, cause the computing device to:receive the context content; receive profile data; retrieve enterprisespecific rules and preferences from the domain-specific database;receive a caller created data container, wherein the data containercomprises caller defined preferences; encrypt the preferences storedwithin the caller created data container; store the encrypted datacontainer in the memory of the computing device; retrieve the datacontainer from the memory when the caller and the call recipient have aninitial conversation; create a hash password that both the caller andcall recipient can use to access the data container; and delete the datacontainer at the container creator's request or when the caller definedtimeline of existence preference has been surpassed.

Accordingly, the inventor has conceived and reduced to practice, amethod for secure storage and management of transitory data containers,comprising the steps of: initiating a session when first contact is madewith a callback requestor; sending session attributes to a contextanalysis engine; receiving the session attributes; generating, inresponse to the session attributes, context content pertaining to atleast one of the callback requestor, the callback recipient, and thesession attributes; forwarding the context content to a vault manager;receiving the context content; receiving profile data; retrievingenterprise specific rules and preferences from the domain-specificdatabase; receiving a caller created data container, wherein the datacontainer comprises caller defined preferences; encrypting thepreferences stored within the caller created data container; storing theencrypted data container in the memory of the computing device;retrieving the data container from the memory when the caller and thecall recipient have an initial conversation; creating a hash passwordthat both the caller and call recipient can use to access the datacontainer; and deleting the data container at the container creator'srequest or when the caller defined timeline of existence preference hasbeen surpassed.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

The accompanying drawings illustrate several aspects and, together withthe description, serve to explain the principles of the inventionaccording to the aspects. It will be appreciated by one skilled in theart that the particular arrangements illustrated in the drawings aremerely exemplary, and are not to be considered as limiting of the scopeof the invention or the claims herein in any way.

FIG. 1 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform, according to one embodiment.

FIG. 2 is a message flow diagram illustrating the exchange of messagesand data between components of a cloud callback platform, according toan embodiment.

FIG. 3 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform operating including a calendar server,over a public switched telephone network and internet, to a variety ofother brand devices and services, according to an embodiment.

FIG. 4 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform operating including a brand interfaceserver, over a public switched telephone network and internet, to avariety of other brand devices and services, according to an embodiment.

FIG. 5 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform operating including a privacy server, overa public switched telephone network and internet, to a variety of otherbrand devices and services, according to an embodiment.

FIG. 7 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform operating including a bot server, over apublic switched telephone network and internet, to a variety of otherbrand devices and services, according to an embodiment.

FIG. 7 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform operating including an operations analyzerover a public switched telephone network and internet, to a variety ofother brand devices and services, according to an embodiment.

FIG. 8 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform including a brand interface server, anintent analyzer, and a broker server, operating over a public switchedtelephone network and internet, to a variety of other brand devices andservices, according to an embodiment.

FIG. 9 is a diagram illustrating trust circles of levels of privacy fora user of a cloud callback platform, according to an aspect.

FIG. 10 is a method diagram illustrating the use of a cloud callbackplatform for intent-based active callback management, according to anembodiment.

FIG. 11 is a method diagram illustrating the use of a cloud callbackplatform for generating a context summary report from a voice call,according to an embodiment.

FIG. 12 is a block flow diagram illustrating an exemplary method forgenerating a context summary report from a text based data messagesession, according to an embodiment.

FIG. 13 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform further comprising an exemplary system forsecure transitory data storage and management, according to oneembodiment.

FIG. 14 is a block diagram illustrating an aspect of a system for securetransitory data storage and management, a vault manager, according to anembodiment.

FIG. 15 is a flow diagram illustrating an exemplary method for managingdata container interactions between two parties, according to anembodiment.

FIG. 16 is a flow diagram illustrating an exemplary method for creatinga default data container, according to an embodiment.

FIG. 17 is a block diagram illustrating an exemplary hardwarearchitecture of a computing device.

FIG. 18 is a block diagram illustrating an exemplary logicalarchitecture for a client device.

FIG. 19 is a block diagram showing an exemplary architecturalarrangement of clients, servers, and external services.

FIG. 20 is another block diagram illustrating an exemplary hardwarearchitecture of a computing device.

DETAILED DESCRIPTION

The inventor has conceived, and reduced to practice, a system and methodfor secure storage and management of transitory data, comprising atleast a profile manager, a callback manager, a context analysis engine,and a vault manager, which allows a user to create a data container tostore data preferences, which encrypts the data stored within a datacontainer, which creates a password for accessing the data container,which temporarily stores the data container, which manages datacontainer interactions between the system user and a second user, suchas a business enterprise, and which establishes default preferences andcreates a default container based upon context content data.

With the proliferation of mobile computing devices clients (e.g.,consumers) are increasingly engaging with service agents via text basedmessaging such as a web chat, text message, email, etc. As is often thecase, as few as one or more messages may be exchanged between a clientand a service agent before a callback is requested. If a client ismessaging with a service agent and the client requests a callback, thecallback is generally scheduled with a different service agent otherthan the agent the client was messaging with. This can lead to asituation where a client, who has already disclosed informationregarding the reason for the callback via messages sent to a firstservice agent, may have to repeat this information again to a secondservice agent when the scheduled callback occurs. Similarly, a clientmay be calling a contact center and then navigate voice menus to berouted properly, but the client may end up requesting a callback orotherwise disconnecting from the call. In this situation, any voice menuoption selections or responses made by the client prior to a callbackrequest or disconnection may provide useful information about why theclient was trying to contact a service agent.

When a client makes a first contact (e.g., voice call or text datamessage) with a contact center, any input (or attributes thereof)provided may be analyzed to determine context content data. Attributesmay include, but are not limited to, a username, phone number, deviceidentifier, handle, email, message or call subject, end user, etc. Thecontext content generated or derived from any messages, calls, andattributes may be parsed, compiled, and formatted into a summary reportwhich may be sent to a callback recipient (i.e., service or contactcenter agent) so that they may have a basic understanding of the clientand the clients reason for requesting a callback. This may allow aservice agent (or bot or script or some combination) to plan for orproactively address or resolve a callback requestor's (e.g., client)reason for making the first contact. This may all be facilitated by anembodiment which provides a cloud resident callback and routing platformthat receives, via a communication network, data messages and callbackrequests, which analyzes, schedules, and executes various callbackrequests, and which generates and routes context summary reports to anappropriate contact center agent computing device.

A secure transitory data storage and management system may be used toprovide a customer and consumer of a service (e.g., enterprise orcompany) with improved control over his or her data when interactingwith a company, another person, or some other entity. The system mayprovide a secure vault for the storage of transitory data containers inwhich system users may choose to store a large plurality of data ofvarious data types. The system may encrypt data that is put inside acontainer to secure and protect user data. The container owner (e.g.,user) may be given a key to access the encrypted container. Anindividual (person or business entity) may determine at least one ormore preference which govern the access and usage of that individualsdata stored within a container. The user defined preferences may be usedto determine: what subset of user data may be accessible by anotherparty, how the subset of data stored in the container may be accessedand manipulated, when access to the subset of user data is revoked, andwho can access the subset of user data stored within the container. Thesystem may store the data container within the vault for as long as theuser defined preference allows, at the conclusion of this user-definedtime period the data container may be removed (e.g., deleted) from thevault (unless the container owner extends the user-defined time period),resulting in the transitory nature of the data stored within thecontainer. Any party or actor interested in accessing a data containerbelonging to a given individual must agree to and comply with thatindividuals user-defined preferences. Upon agreement of the user-definedpreferences, the party or actor may be given a key to access theencrypted container. The system may record a detailed audit log in orderto track all actors and interactions associated with a given container.In this way the system can provide a transparent history of containerand data access which can be used to mediate possible discrepancies inor disputes resulting from the data stored therein.

The secure transitory data storage and management system may establishdefault preferences if a customer does not have any preferences. Thesystem may leverage a context analysis engine, which determines contextcontent data, in order to autonomously generate a default container withdefault preferences based upon the output of the context analysisengine. For example, a customer may call a mortgage company and leave avoicemail stating that he is interested in applying for a home loan andrequests a callback. The cloud callback platform may intercept thevoicemail and utilize the context analysis engine to determine thecontext of the call and the nature of the requested callback. Using thecontext content data, the vault manager may then automatically create adata container with mortgage application preferences added to thecontainer. Additionally, a profile manager may be used to retrievecustomer information which may be used by the vault manager whengenerating default preferences. The preferences may stipulate what typeof data can be added to the container, for example, industry standardmortgage application documents such as proof of income, mortgagehistory, proof of identification, bank statements and other assets, etc.The default container may comprise fields where the customer financialdocumentation may be entered. The vault manager may then grant defaultaccess to the data container to both the customer who generated thevoicemail message and a loan officer working for the mortgage company.The default container may then be sent to the customer allowing thecustomer to define the container preferences and to add data at thecustomer's discretion. According to some embodiments, instead of sendingthe default container to the customer, an alert (e.g., message) may besent to the customer which indicates that a default container has beencreated and along with the alert the access key to that defaultcontainer, which allows the customer to access and edit the contents ofthe default container while it is maintained securely in the vault. Whena callback is performed between the customer and the loan officer, thedefault container, which may be identified by the customer's phonenumber and the loan officer's phone number, may be retrieved from thevault and displayed to both parties via a computing device.

One or more different aspects may be described in the presentapplication. Further, for one or more of the aspects described herein,numerous alternative arrangements may be described; it should beappreciated that these are presented for illustrative purposes only andare not limiting of the aspects contained herein or the claims presentedherein in any way. One or more of the arrangements may be widelyapplicable to numerous aspects, as may be readily apparent from thedisclosure. In general, arrangements are described in sufficient detailto enable those skilled in the art to practice one or more of theaspects, and it should be appreciated that other arrangements may beutilized and that structural, logical, software, electrical and otherchanges may be made without departing from the scope of the particularaspects. Particular features of one or more of the aspects describedherein may be described with reference to one or more particular aspectsor figures that form a part of the present disclosure, and in which areshown, by way of illustration, specific arrangements of one or more ofthe aspects. It should be appreciated, however, that such features arenot limited to usage in the one or more particular aspects or figureswith reference to which they are described. The present disclosure isneither a literal description of all arrangements of one or more of theaspects nor a listing of features of one or more of the aspects thatmust be present in all arrangements.

Headings of sections provided in this patent application and the titleof this patent application are for convenience only, and are not to betaken as limiting the disclosure in any way.

Devices that are in communication with each other need not be incontinuous communication with each other, unless expressly specifiedotherwise. In addition, devices that are in communication with eachother may communicate directly or indirectly through one or morecommunication means or intermediaries, logical or physical.

A description of an aspect with several components in communication witheach other does not imply that all such components are required. To thecontrary, a variety of optional components may be described toillustrate a wide variety of possible aspects and in order to more fullyillustrate one or more aspects. Similarly, although process steps,method steps, algorithms or the like may be described in a sequentialorder, such processes, methods and algorithms may generally beconfigured to work in alternate orders, unless specifically stated tothe contrary. In other words, any sequence or order of steps that may bedescribed in this patent application does not, in and of itself,indicate a requirement that the steps be performed in that order. Thesteps of described processes may be performed in any order practical.Further, some steps may be performed simultaneously despite beingdescribed or implied as occurring non-simultaneously (e.g., because onestep is described after the other step). Moreover, the illustration of aprocess by its depiction in a drawing does not imply that theillustrated process is exclusive of other variations and modificationsthereto, does not imply that the illustrated process or any of its stepsare necessary to one or more of the aspects, and does not imply that theillustrated process is preferred. Also, steps are generally describedonce per aspect, but this does not mean they must occur once, or thatthey may only occur once each time a process, method, or algorithm iscarried out or executed. Some steps may be omitted in some aspects orsome occurrences, or some steps may be executed more than once in agiven aspect or occurrence.

When a single device or article is described herein, it will be readilyapparent that more than one device or article may be used in place of asingle device or article. Similarly, where more than one device orarticle is described herein, it will be readily apparent that a singledevice or article may be used in place of the more than one device orarticle.

The functionality or the features of a device may be alternativelyembodied by one or more other devices that are not explicitly describedas having such functionality or features. Thus, other aspects need notinclude the device itself.

Techniques and mechanisms described or referenced herein will sometimesbe described in singular form for clarity. However, it should beappreciated that particular aspects may include multiple iterations of atechnique or multiple instantiations of a mechanism unless notedotherwise. Process descriptions or blocks in figures should beunderstood as representing modules, segments, or portions of code whichinclude one or more executable instructions for implementing specificlogical functions or steps in the process. Alternate implementations areincluded within the scope of various aspects in which, for example,functions may be executed out of order from that shown or discussed,including substantially concurrently or in reverse order, depending onthe functionality involved, as would be understood by those havingordinary skill in the art.

Definitions

“Callback” as used herein refers to an instance of an individual beingcontacted after their initial contact was unsuccessful. For instance, ifa first user calls a second user on a telephone, but the second userdoes not receive their call for one of numerous reasons includingturning off their phone or simply not picking up, the second user maythen place a callback to the first user once they realize they missedtheir call. This callback concept applies equally to many forms ofinteraction that need not be restricted to telephone calls, for exampleincluding (but not limited to) voice calls over a telephone line, videocalls over a network connection, or live text-based chat such as webchat or short message service (SMS) texting. While a callback (andvarious associated components, methods, and operations taught herein)may also be used with an email communication despite the inherentlyasynchronous nature of email (participants may read and reply to emailsat any time, and need not be interacting at the same time or while otherparticipants are online or available), the preferred usage as taughtherein refers to synchronous communication (that is, communication whereparticipants are interacting at the same time, as with a phone call orchat conversation).

“Callback object” as used herein means a data object representingcallback data, such as the identities and call information for a firstand second user, the parameters for a callback including what time itshall be performed, and any other relevant data for a callback to becompleted based on the data held by the callback object.

“Latency period” as used herein refers to the period of time betweenwhen a Callback Object is created and the desired Callback is initiated,for example, if a callback object is created and scheduled for a timefive hours from the creation of the object, and the callback initiateson-time in five hours, the latency period is equal to the five hoursbetween the callback object creation and the callback initiation.

“Brand” as used herein means a possible third-party service or devicethat may hold a specific identity, such as a specific MAC address, IPaddress, a username or secret key which can be sent to a cloud callbacksystem for identification, or other manner of identifiable device orservice that may connect with the system. Connected systems or servicesmay include a Private Branch Exchange (“PBX”), call router, chat serverwhich may include text or voice chat data, a Customer RelationshipManagement (“CRM”) server, an Automatic Call Distributor (“ACD”), or aSession Initiation Protocol (“SIP”) server.

“Preferences” as used herein mean a set of rules which govern access andinteraction with the user data placed inside a data container. Thepreferences may be used to establish what, how, when, and who rules ofthe data container. For example, what determine what data or subset ofdata can be stored in the container, how an enterprise may access thecontainer, when and for how long an enterprise may access the datacontainer, and who (e.g., what enterprise) may access the datacontainer. For example, a customer may create a data container with atime preference of two weeks, which means after two weeks has passed,the data container will be deleted and will subsequently be no longeraccessible.

Conceptual Architecture

FIG. 1 is a block diagram illustrating an exemplary system 100architecture for a cloud callback platform, according to one embodiment.The system 100 may include at least one cloud callback platform 101. Thecloud callback platform 101 may include at least one callback manager155, at least one profile manager 150, at least one media server 170, atleast one interaction manager 165, at least one context analysis engine160, and at least one context aggregator mechanism 175. The cloudcallback platform 101 may be or include one or more data processingsystems, servers, virtual servers, or computing devices. The cloudcallback platform 101 may include hardware (e.g., processors of one ormore servers), as well as scripts or programs executed by the hardware,and combinations thereof. The cloud callback platform 101 may reside(e.g., physically or logically disposed) in a communication network pathbetween at least one consumer endpoint 110 (e.g., a client or end useror customer computing device) or user brand 130 and at least oneenterprise endpoint 120 (e.g., contact center or control computingdevice, telephone, tablet, cellphone, a switch, etc.). For example, thecloud callback system 101 may communicate (e.g., via a Local AreaNetwork [LAN], Wide-Area Network [WAN], the internet, a cloudenvironment, or other computer network) with consumer endpoints 110,enterprise endpoints 120, and with user brands 130.

According to an embodiment, cloud callback platform 101 may receiverequests or data messages 145 via a plurality of communication networks140 such as public switched telephone network (PSTN), the internet,fixed line (e.g., from the signaling channel of an acoustic modem),wireless network, VoIP, cellular, fiber optic, short message service(SMS) or public or proprietary text messaging networks. These requestsmay comprise a variety of communication or interaction types, forexample including, but not limited to, voice calls over a telephoneline, video calls over a network connection, or live text-based chatsuch as web chat or SMS texting via PTSN or network connection. Suchcommunication networks 140 may be connected to a plurality of consumerendpoints 110, enterprise endpoints 120, and user brands 210, accordingto the particular architecture of the communication network involved.Exemplary consumer endpoints 110 may include, but are not limited to,traditional telephones, cellular telephones, mobile tablet computingdevices, laptop computers, or desktop personal computers (PC). Suchdevices may be connected to respective communications networks via avariety of means, which may include telephone dialers, VOIPtelecommunications services, web browser applications, SMS textmessaging services, or other telephony or data communications services.It will be appreciated by one having ordinary skill in the art that suchmeans of communication are exemplary, and many alternative means arepossible and becoming possible in the art, any of which may be utilizedas an element of system 100 according to an embodiment.

Various communication networks such as a PSTN or the Internet, may befurther connected to a plurality of enterprise endpoints 120, which maycomprise cellular telephones, telephony switch, desktop environment,internal LAN or WAN, and mobile devices such as tablet computing device.A desktop environment may include both a telephone and a desktopcomputer, which may be used as a network bridge to connect a telephonyswitch to an internal

LAN or WAN, such that additional mobile devices such as tablet PC mayutilize the switch to communicate with PSTN. The telephone may beconnected to the switch or it may be connected directly to PSTN. It willbe appreciated that the described arrangement is exemplary, and avariety of arrangements that may comprise additional devices known inthe art are possible, according to an embodiment.

A collection of user brands 130 may be present either singly or in somecombination, possibly including a Public Branch Exchange (“PBX”), aSession Initiation Protocol (“SIP”) server, a Customer RelationshipManagement (“CRM”) server, a call router, or a chat serve, or somecombination of these brands. These brands 130 may communicate over acombination of, or only one of, a communication network such as a PSTN,and the Internet, to communicate with other devices including a cloudcallback platform 101, a company phone, or a personal cellular phone. ASIP server is responsible for initiating, maintaining, and terminatingsessions of voice, video, and text or other messaging protocols,services, and applications, including handling of PBX phone sessions,CRM server user sessions, and calls forwarded via a call router, all ofwhich may be used by a business to facilitate diverse communicationsrequests from a user or users, reachable by phone over either PSTN orthe Internet. A chat server may be responsible for maintaining one orboth of text messaging with a user, and automated voice systemsinvolving technologies such as an Automated Call Distributor (“ACD”),forwarding relevant data to a call router and CRM server for furtherprocessing, and a SIP server for generating communications sessions notrun over the PSTN. Various systems may also be used to monitor theirrespective interactions (for example, chat session by a chat server orphone calls by an ACD or SIP server), to track agent and resourceavailability for producing EWT estimations.

Cloud callback platform101 may respond to requests or data messages 145received from communications networks 140 with callbacks 147 appropriateto the technology utilized by such networks, such as data or Voice overInternet Protocol (VOIP) callbacks sent to Internet, or time-divisionmultiplexing (TDM) such as is commonly used in cellular telephonynetworks such as the Global System for Mobile Communications (GSM)cellular network commonly used worldwide, or VOIP callbacks to PSTN.Data callbacks may be performed over a variety of Internet-enabledcommunications technologies, such as via e-mail messages, applicationpop-ups, or Internet Relay Chat (IRC) conversations, and it will beappreciated by one having ordinary skill in the art that a wide varietyof such communications technologies are available and may be utilizedaccording to the invention. VOIP callbacks may be made using either, orboth, traditional telephony networks such as PSTN or over VOIP networkssuch as Internet, due to the flexibility to the technology involved andthe design of such networks. It will be appreciated that such callbackmethods are exemplary, and that callbacks may be tailored to availablecommunications technologies according to an embodiment.

Additionally, cloud callback platform 101 may receive estimated waittime (EWT) information from an enterprise 120 such as a contact center.This information may be used to estimate the wait time for a callerbefore reaching an agent (or other destination, such as an automatedbilling system), and determine whether to offer a callback proactivelybefore the customer has waited for long. EWT information may also beused to select options for a callback being offered, for example todetermine availability windows where a customer's callback is mostlikely to be fulfilled (based on anticipated agent availability at thattime), or to offer the customer a callback from another department orlocation that may have different availability. This enables moredetailed and relevant callback offerings by incorporating liveperformance data from an enterprise, and improves customer satisfactionby saving additional time with preselected recommendations andproactively-offered callbacks.

When a customer (consumer or client or end user) calls from a mobiledevice or uses some communication application such as (for example,including but not limited to) SKYPE™ or instant messaging, which mayalso be available on a laptop or other network endpoint other than acellular phone, they may be forwarded to brands 130 operated by abusiness in the manner described herein. For example, a cellular phonecall my be placed over PSTN before being handled by a call router andgenerating a session with a SIP server, the SIP server creating asession with the cloud callback platform 101 with a profile manager 150if the call cannot be completed, resulting in a callback being required.

A profile manager 150 manages the storage, retrieval, and updating ofuser profiles, including global and local user profiles. User profilesmay include information such as (but not limited to) user devices,services, or subscriptions, an account identifier (e.g., phone number),serial number or other device identifier, a handle or other reference toa resource or username in a communication system (@username of socialnetwork, or communication service) or email address, messaging historyincluding any past or ongoing messaging sessions, contextual contentassociated with a messaging session, and the like. The profile manager150, which may be located in the cloud callback platform 101 receivesinitial requests to connect to cloud callback platform 101, and forwardsrelevant user profile information to a callback manager 155, which mayfurther request context data from a context analysis engine 160.

The context analysis engine 160 may include at least one environmentanalyzer 161, at least one sentiment analyzer 162, and at least oneintent analyzer 163. Context analysis engine 160 may determine,generate, or derive contextual content or attributes associated with acall, data message, or session. Contextual content may include, but arenot limited to, attributes derived from a call, data message, orsession, such as end user sentiment, emotions, source data, subjectmatter or topic area of data messages, intended destination data, enduser content, end user identification data, intent, a relationship to asecond data message, or suggested contact center agent computing deviceto receive the data message, among other info. Environmental contextdata may include (for example, and not limited to) recorded informationabout when a callback requester or callback recipient may be suspectedto be driving or commuting from work, for example, and may be parsedfrom online profiles or online textual data, using an environmentanalyzer 161.

Present in this embodiment is a sentiment analyzer 162, which determinesor derives sentiment contextual content which may indicate attributessuch as end user sentiment or emotions. For example, a customer andcontact center agent are having a text chat communication and the cloudcallback platform 101 sends a text data message scheduling a callback at3:15 in the afternoon, but that callback time does not work for thecustomer so they reply with an thumbs down emoji. The sentiment analyzer162 may determine the thumbs down emoji indicates a negative sentimentand the cloud callback platform 101 can reschedule the callback 147 andsend another text data message with the updated callback time. Alsopresent in this embodiment is an intent analyzer 163, which analyzesspoken words or typed messages from a user that initiated the callbackrequest, to determine or derive their intent for a callback or theintent of a data message. Intent contextual content may include intendeddestination data, subject matter or topic area of the callback requestor data message. For example, their intent may be to have an hour-longmeeting, which may factor into the decision by the cloud callbackplatform 101 to place a call shortly before one or both users may berequired to start commuting to or from their workplace. Context analysisengine 160 or its analyzers 161, 162, 163 may utilize any combination oftext analytics, speech-to-text transcription, audio analysis, facialrecognition, expression analysis, posture analysis, or other analysistechniques, and the particular technique or combination of techniquesmay vary according to such factors as the device type or interactiontype (for example, speech-to-text may be used for a voice-only call,while face/expression/posture analysis may be appropriate for a videocall), or according to preconfigured settings (that may be global,enterprise-specific, user-specific, device-specific, or any otherdefined scope).

A callback manager 155 centrally manages all callback requests andsessions, creating a callback programming object which may be used tomanage the data for a particular callback or initiating a session whichmay be used to manage the data for a particular data message. Forexample, when a customer (consumer, client, or callback requester) makesfirst contact with an enterprise, such as a contact center, via a voicecall or text based data message or some other form of communication, thecallback manager 155 initiates a session which stores all interactionsbetween the customer and the enterprise. For example, a customer calls acontact center for support and may have to navigate a series of callmenus to be routed to the correct department for assistance, but thecustomer at any point may request a callback or otherwise disconnect thephone call. A session is created for that call interaction and any callmenu selections chosen by the customer are stored as session attributes.Similarly, a customer may send one or more data messages to a contactcenter for support, resulting in the creation of a session facilitatinga text based conversation between the customer and a contact centeragent, and the customer may at some point request a callback. Themessages contained within the session may be considered sessionattributes. The callback manager 155 may send session attributes to acontext analysis engine 160 to determine, generate, or derive contextualcontent related to at least the callback requester, at least thecallback recipient, and at least the session attributes, or somecombination therein. Contextual content generated by the contextanalysis engine 160 may be forwarded to a context aggregator mechanism175 which generates a context summary report by combining the contextcontent with one or more scripts that may be used by a callbackrecipient (i.e., enterprise endpoint, contact center agent or bot, etc.)to facilitate timely resolutions to the subject of the callback request.For example, the context content may indicate that the customer(callback requester) was making contact about poor internetconnectivity, they have a neutral sentiment, and the wireless device thecustomer is using hasn't had its firmware updated since a new firmwareupdate was published. In response, the context aggregator mechanism 175may identify one or more preconfigured scripts which may allow acallback recipient to proactively manage and remedy the customer's poorinternet connection, for instance, a script may have the callbackrecipient push the firmware update onto the wireless device remotely andthen all the customer would have to do is reset the device. The contextsummary report may then be sent to the callback manager 155 which canlink the context summary report to a callback object. The contextsummary report may be used in part to identify appropriate callbackrecipients most qualified to handle the reason for the callback. Thecallback manager 155 may then provide the context summary report to thecallback recipient at the scheduled callback time. For example, thecontext summary report may be sent to contact center agent computingdevice at or a few minutes before a scheduled callback time so that thecontact center agent may familiarize there self with the context of thecallback, so that they may be more responsive to the requests of thecustomer.

The callback manager 155 also communicates with an interaction manager165 which intercepts data messages and handles requests to make callsand bridge calls, which go out to a media server 170 which either routesthe context summary report to an available contact center agent oractually makes the calls as requested. For example, interaction manager165 may receive a call from a callback requester, retrieve callbackparameters for that callback requester from the callback manager 155,and cause the media server 170 to make a call to a callback recipientwhile the callback requester is still on the line, thus connecting thetwo parties. After the call is connected, the callback programmingobject used to make the connection may be deleted. The interactionmanager 165 may subsequently provide changed callback parameters to thecallback manager 155 for use or storage. In this way, the media server170 may be altered in the manner in which it makes and bridges callswhen directed, but the callback manager 155 does not need to adjustitself, due to going through an intermediary component, the interactionmanager 165, as an interface between the two. A media server 170, whendirected, may place calls and send data messages, emails, or connectvoice over IP (“VoIP”) calls and video calls, to users over a PSTN, theInternet, or some other appropriate communication network 140.

Callback manager 155 may work with a user's profile as managed by aprofile manager 150, with contextual content from a context analysisengine 160 as well as (if provided) EWT information for any callbackrecipients (for example, contact center agents with the appropriateskills to address the callback requestor's needs, or online tech supportagents to respond to chat requests), to determine an appropriatecallback time for the two users (a callback requestor and a callbackrecipient), interfacing with an interaction manager 165 to physicallyplace and bridge the calls with a media server 170. In this way, a usermay communicate with another user on a PBX system, or with automatedservices hosted on a chat server, and if they do not successfully placetheir call or need to be called back by a system, a cloud callbackplatform 101 may find an optimal time to bridge a call between thecallback requestor and callback recipient, as necessary.

In addition to receiving, scheduling, and executing voice callbacks thecloud callback platform 101 may receive a data message. For example, thedata message sent from the customer computing device may be sent to aphone number (or other destination identifier such as social mediaaccount) of a contact center. Prior to receipt of the data message by acontact center agent computing device or other enterprise endpoint 120associated with the destination identifier, the interaction manager 165(or other cloud callback platform 101 component) may intercept (e.g.,receive, hook, access, or otherwise obtain) the data message. Once adata message has been received by the interaction manager 165 theprofile manager 150 may send relevant profile information to thecallback manager 155 which may initiate a session responsive to thereceived data message. The callback manager 155 may copy or replicatethe data message to generate a replicated data message. The replicateddata message may include the subject matter (i.e., session attributes)of the data message, and may also include an identifier indicating thatit is a replication or indicating the source (or other information) ofthe data message. For example, the callback manager 155 may tag thereplicated data message with a unique identifier that indicates thesource of the data message. The callback manager 155 may tag thecorresponding original data message with the same or a different (e.g.,related) unique identifier indicating that the data messages are copiesof one another. The callback manager 155 may provide the replicated datamessages(including any identifiers) to the profile manager 150 forstorage and retrieval by components of the cloud callback platform 101.The identifiers can be stored with the session or linked to thesessions, e.g., via a lookup table.

The cloud callback platform 101 may receive a data message via thecommunication network 140. The data message may include a text messagesent from a consumer endpoint 110 (e.g., customer computing device) toan enterprise endpoint 120 (e.g., contact center environment intendedfor a contact center agent computing device) or user brand 130. The datamessage may be text or image based. The data message may also be anasynchronous voice transmission (e.g., a voicemail or voice message)that is recorded by the customer computing device and then transmitted,rather than a live voice conversation. For example, the end user at thecustomer computing device may have a question about a cable televisionbill and may send a text or other text-based data message, or avoicemail message, to a contact center to obtain assistance from arepresentative. This text based data message can be received by thecloud callback platform 101. The voicemail message may be translated totext by the customer computing device, or can be provided as an audiofile. Data messages can be asynchronous, e.g., one-way, separated intime or having different subject matter content.

The text based data message (or alternatively, a voice call, voice mail,or session) can include one or more attributes. Attributes of the datamessage may indicate a source of the data message, such the device fromwhich the data message originated, a network account or social networkaccount from which the data message originated, or an individual fromwhich the data message originated. For example, packet or other protocolbased transmissions of data messages can include a media access controladdress, network interface controller, Ethernet hardware address,programmed address, or other identifier that identifies the consumerendpoint 110 (e.g., a smart phone or tablet or other computing device).

For example, the attribute can include a handle or other reference to aresource or username in a communication system (e.g., ‘@username’ of asocial network or communication service) or an email address. Theattribute can also include an account identifier (e.g., a phone numberof a smartphone or identifier of a social media or email account),serial number, or other device identifier. The attribute can accompanythe text based data message transmitted from a consumer endpoint 110(e.g., customer computing device) and received by the cloud callbackplatform 101, e.g., on behalf of a contact center. For example, theattribute can be included within or appended to packet or other protocolbased transmissions of the data message through the network 140. Theattribute can also be indicated by metadata or header information thatis part of or transmitted with the data message. Characteristics may beused by the cloud callback platform 101 profile manager 150 to identifyand located the correct profile of the originator of the data message.The attribute can also include or be indicated by subject matter of thedata message. For example, cloud callback platform 101 may determine theattribute of the data message from the subject matter (e.g., words,symbols, phrases, punctuation, abbreviations, misspellings, emojis, orkeywords) of the data message that can indicate attributes such as anend user sentiment, such as happy, content, angry, upset, rushed, orannoyed.

The context analysis engine 160 may parse or evaluate the data message(including any metadata such as a location, keyword, topic, or phonenumber) to identify at least one attribute of the data message (e.g.,subject matter of the data message, or an identifier of the end user orof the customer computing device). For example, data messages mayinclude source and destination addresses, formatted such as @thomas forsocial networks or +15085551212 for mobile telcom networks, along withthe payload of the message, such as “I have a problem with my bill”, andvarious meta-data about the message such as the time of creation, aunique identifier for the message, or a Boolean flag indicating whetheror not the data message has been delivered before. Based on theseattributes, the context analysis engine 160 may identify attributes ofthe data messages, and can generate corresponding contextual content,such as a sentiment analysis or determination for the data message. Thehandle identifier “@Thomas” and the destination identifier ‘@Cable Co”are examples and the attributes of the data messages. The attributes ofthe data message may include other identifiers, such as subject matterterms, a phone number of the customer computing device, a deviceidentifier of the customer computing device, destination phone numbersor other identifiers of the entity that is associated with the datamessage (e.g., that the end user is trying to reach).

The cloud callback platform 101 may generate, (e.g., identify, orobtain) contextual content of or corresponding to the session or a datamessage. For example, the context analysis engine 160 may parse oranalyze the replicated data message or the original data message (orattributes/attributes thereof) to identify contextual content. Thecontextual content may indicate a sentiment or other attribute of theend user at the consumer endpoint 110 that originated the data message,or may indicate a topic or category of content of the data message, forexample. The context analysis engine 160 may link the contextual contentwith the data message (or replicated data message) and can provide thecontextual content to the profile manager 150 for storage and subsequentretrieval.

The callback manager 155 may fork (e.g., copy or replicate) the sessionor data message. The callback manager 155 may provide (a copy of) thedata message to the context analysis engine 160, and may provide(another copy of) the data message to the aggregator mechanism 175. Theinteraction manager 165 may include a processor, controller, or logiccircuitry that can execute a script or application to hook or interceptthe data message and the callback manager 155 to provide copies of thedata message to the context analysis engine 160 or to the contextaggregator mechanism 175. For example, the intercepted data message canbe tagged by the cloud callback platform 101 with a globally uniqueidentifier to track the original source of the duplicated data messagebefore passing the original message to the aggregator mechanism 175. Theoriginal data message can then be duplicated and tagged with a secondglobally unique identifier and passed to the context analysis engine175.

When a data message is received by the cloud callback platform 101 thecallback manager 155 initiates and manages a session to facilitateinteractive information exchange. For example, a cable customer maylogin on to a cable provider's website and send a data message (e.g.,“My cable bill is too expensive”) via a pop-up chat window to a customersupport contact center. The received data message or session details maybe sent to a context aggregator mechanism 175 and to a context analysisengine 160. The context analysis engine 160 may parse the data messageto determine or derive contextual content for or of data messages. Forinstance, from the data message “My cable bill is too expensive” thecontext analysis engine 160 may determine that the customer wants to bedirected to billing and that he/she has negative sentiment. Thiscontextual content may be sent to the profile manager 150 for storage orsent to the context aggregator mechanism 175 which can combine (e.g.,merge, integrate, associate, or append) the contextual content with thedata message (original or replicated) to create a context summaryreport. The context summary report may be one or more than one datapacket (or other protocol based) data structure. The cloud callbackplatform 160 may provide the context summary report to at least onecontact center agent computing device for display, e.g., via a liveinteraction component of the contact center computing device, or otherenterprise endpoints 120 or user brands 130. Cloud callback platform 101by enhancing or modifying data messages to include contextual contentreduces the number of packet (or other protocol based) computer networktransmissions that may otherwise occur due to inefficient routing to,for example, unnecessary additional data message communications orunnecessary transfers or hops to incorrect destinations (e.g., wrongcontact center agent computing device) before arriving at the correctdestination. This saves bandwidth, reduces latency, saves power, andresults in faster communications between the end user computing deviceand the correct contact center computing device.

When the context summary report is received at an enterprise endpoint120, such as a contact center agent computing device, it may bedisplayed on some live interaction component of the computing device.The context summary report provides the contact center agent computingdevice with the original data message and with any contextual contentdetermined or derived by the cloud callback platform 101. The contextualcontent may provide information that allows a contact center agent (orbot or script or some combination) to proactively address the reason whythe customer sent a data message.

FIG. 2 is a functional diagram of a system 200 for a cloud callbackplatform, generating a context summary report, according to anembodiment. The system 200 may include a contact environment (e.g., callcenter, customer service, or help desk environment that includes theability to route, service, and respond to voice calls or non-voice datamessage communications). A customer, via a computing device, may makecontact with a contact center by sending at least one (first) datamessage 205 via a communication network 140. The data message 205 mayinclude at least one attribute 210, such as a source, destination,subject matter, end user, or computing device information from whichcontext content 215 may be determined or identified.

For example, the first data message 205 may include a message to aninternet service provider contact center that states “I′m not happy withmy internet service” and can include metadata or other information suchas a user identifier, social media handle, or phone number thatidentifies the source of the first data message 205. The callbackmanager 155 may initiate a session when a first data message 205 isreceived by the cloud callback platform 101. The callback manager 155may replicate and store the first data message 205. The callback manager155 may provide the data message 205, a replication of the data message,or session details 210 to a context analysis engine 160. The callbackmanager 155 may provide the session or first data message 205 (with orwithout a context summary 220) to the contact center agent computingdevice 225.

The cloud callback platform 101 in the contact center environment candetermine that data messages are (or are not) part of a pre-existingsession. The session may be a voice connection or text basedcommunication session between the end user and a contact center agent orother representative at the contact center agent computing device 225.Multiple individual data messages 205 can be aggregated or clusteredtogether to form or define a session. For example, a series of back andforth text messages between the customer computing device and thecontact center agent computing device 225 that pertain to common subjectmatter such as a billing query can be identified by the callback manager155 as a session. Multiple, different data messages 205 from the samesession can be evaluated by the context analysis engine 160 to determinecontext content 215. The callback manager 155 can provide the sessionsfor storage in and retrieval from a profile manager 150.

The cloud callback platform 101 may assemble or aggregate data messages205 into logical groups called sessions. Unlike other real timecommunications modes like audio and video that have an explicit startand stop to a conversation, data messages via messaging based networkscan be considered stateless, e.g., without explicit indications ofbeginnings and ends of conversations, such as disconnecting a voicecall. The callback manager 155 can mark the beginning and end ofsessions, e.g., conversations. The callback manager 155 may append newlyreceived data messages 205 to a pre-existing session, or can create anew session for the data message 205. The context aggregator mechanism175 can create context summary reports 220 that include data messages205 as well as context content 215. The cloud callback platform 101 maalso collect meta-data information about the source of the inbound datamessage 205, including attributes such as the network identifier,subject matter, words, phrases, symbols, keywords, messaging network,device location, and in the case of social messaging or with end userconsent, details such as the parties name or telephone number. The cloudcallback platform 101 may send a confirmation receipt message to theoriginating party (e.g., the customer computing device), responsive toreceipt of a data message 205.

The context aggregator mechanism 175 may receive from the contextanalysis engine 160 context content 215 which may be combined with oneor more pre-configured scripts to generate a context summary report 220.The context summary report 220 may parse, compile, and format thereceived context content 215 into a human or machine readable report.The context summary 220 may be sent to the callback manager 155 where itmay be linked to a callback object and stored with a user profile in aprofile manager 150. The callback manager 155 may send the contextsummary report 220 to a contact center agent computing device 225 eitherat or before a callback is scheduled.

Providing the context summary reports 220 that include the data message205 and supplemental content (e.g., context content 215) to the contactcenter agent computing device 225 leverages the transfer or routing ofprior data messages as, for example, the context content used to enhancea second data message 205 can be responsive to a first data message 205.This results in more efficient or more direct routing or processing ofdata messages 205 and can lead to faster conclusions of sessions betweenthe customer computing device and the contact center environment thatincludes the cloud callback platform 101. The more efficient routing andprocessing reduces the volume of computer network data transmissions andcomputer processing operations, which reduces latency, saves processingcapacity, and saves electrical power relative to contact centerenvironment that does not include context summary reports 220.

FIG. 3 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform including a calendar server operating overa public switched telephone network and the Internet, and connected to avariety of other brand devices and services, according to an embodiment.According to this embodiment, many user brands 310 are present,including PBX system 311, a SIP server 312, a CRM server 313, a callrouter 314, and a chat server 315, which may be connected variously toeach other as shown, and connected to a PSTN 303 and the Internet 302,which further connect to a cellular phone 305 and a landline 304 orother phone that may not have internet access. As further shown, cloudcallback platform 320 contains multiple components, including a calendarserver 321, profile manager 322, context analysis engine 323, callbackmanager 324, interaction manager 325, media server 326, and a datamessage aggregator 327, which similarly to user brands 310 may beinterconnected in various ways as depicted in the diagram, and connectedto either a PSTN 303 or the internet 302.

A calendar server 321, according to the embodiment, is a server whichmay store and retrieve, either locally or from internet-enabled servicesassociated with a user, calendars which hold data on what times a usermay be available or busy (or some other status that may indicate otherspecial conditions, such as to allow only calls from certain sources)for a callback to take place. A calendar server 321 connects to theinternet 302, and to a profile manager 322, to determine the times acallback requestor and callback recipient may both be available.

FIG. 4 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform including a brand interface server,operating over a public switched telephone network and the Internet, andconnected to a variety of other brand devices and services, according toan embodiment. According to this embodiment, many user brands 410 arepresent, including PBX system 411, a SIP server 412, a CRM server 413, acall router 414, and a chat server 415, which may be connected variouslyto each other as shown, and connected to a PSTN 303 and the Internet302, which further connect to a cellular phone 305 and a landline 304 orother phone that may not have internet access. As further shown, cloudcallback platform 420 contains multiple components, including a profilemanager 421, context analysis engine 422, callback manager 423,interaction manager 424, media server 425, and a data message aggregator426, which similarly to user brands 410 may be interconnected in variousways as depicted in the diagram, and connected to either a PSTN 303 orthe internet 302.

Present in this embodiment is a brand interface server 430, which mayexpose the identity of, and any relevant API's or functionality for, anyof a plurality of connected brands 410, to elements in a cloud callbackplatform 420. In this way, elements of a cloud callback platform 420 maybe able to connect to, and interact more directly with, systems andapplications operating in a business' infrastructure such as a SIPserver 412, which may be interfaced with a profile manager 421 todetermine the exact nature of a user's profiles, sessions, andinteractions in the system for added precision regarding their possibleavailability and most importantly, their identity.

FIG. 5 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform including a privacy server, operating overa public switched telephone network and the Internet, and connected to avariety of other brand devices and services, according to an embodiment.According to this embodiment, many user brands 510 are present,including PBX system 511, a SIP server 512, a CRM server 513, a callrouter 514, and a chat server 515, which may be connected variously toeach other as shown, and connected to a PSTN 303 and the Internet 302,which further connect to a cellular phone 305 and a landline 304 orother phone that may not have internet access. Further shown is a cloudcallback platform 520 contains multiple components, including a profilemanager 521, context analysis engine 522, callback manager 523,interaction manager 524, media server 525, and a data message aggregator527, which similarly to user brands 510 may be interconnected in variousways as depicted in the diagram, and connected to either a PSTN 303 orthe internet 302.

In this embodiment, a privacy server 521 may connect to the internet302, and to a profile manager 522 as well as a callback manager 524, andallows for callback requestors to first be validated using trust-circlesto determine if they are a trusted user. A trusted user may be definedusing a variety of criteria (that may vary according to the user,interaction, device, enterprise, or other context), and may for examplecomprise a determination of whether the callback requestor is a friendor family member, or is using a trusted brand such as a piece ofequipment from the same company that the callback recipient works at, orif the callback requestor is untrusted or is contacting unknownrecipients, to determine if a callback request is permitted based onuser settings. Further, a privacy server 521 may encrypt one or both ofincoming and outgoing data from a callback manager 524 in such a way asto ensure that, for example, a callback recipient might not know whorequested the callback, or their profile may not be visible to therecipient, or vice versa, and other privacy options may also be enabledas needed by a corporation. Encryption may utilize public or privatekeys, or may utilize perfect forward secrecy (such that even theenterprise routing the call cannot decrypt it), or other encryptionschema or combinations thereof that may provide varying features ordegrees of privacy, security, or anonymity (for example, one enterprisemay permit anonymous callbacks while another may require a user toidentify themselves and may optionally verify this identification).

FIG. 6 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform including a bot server, operating over apublic switched telephone network and the Internet, and connected to avariety of other brand devices and services, according to an embodiment.According to this embodiment, many user brands 610 are present,including PBX system 611, a SIP server 612, a CRM server 613, a callrouter 614, and a chat server 615, which may be connected variously toeach other as shown, and connected to a PSTN 303 and the Internet 302,which further connect to a cellular phone 305 and a landline 304 orother phone that may not have internet access. As further shown, a cloudcallback platform 620 contains multiple components, including a profilemanager 622, context analysis engine 623, callback manager 624,interaction manager 625, media server 626, and a context aggregatormechanism 627, which similarly to user brands 610 may be interconnectedin various ways as depicted in the diagram, and connected to either aPSTN 303 or the internet 302.

In the present embodiment, a bot server 624 also is present in a cloudcallback platform 620, which allows for communication with a callbackrequestor. Bot server 624 allows a user to specify, through anyavailable data type such as (including, but not limited to) SMS texting,email, or audio data, any desired parameters for the callback they wouldlike to request. This is similar to an ACD system used by individualcall-centers, but exists as a separate server 624 in a cloud callbackplatform 620 which may then be configured as-needed by a hostingcompany, and behaves akin to an automated secretary, taking userinformation down to specify a callback at a later time from the callbackrecipient.

FIG. 7 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform including an operations analyzer operatingover a public switched telephone network and the Internet, and connectedto a variety of other brand devices and services, according to anembodiment. According to this embodiment, many user brands 710 arepresent, including PBX system 711, a SIP server 712, a CRM server 713, acall router 714, and a chat server 715, which may be connected variouslyto each other as shown, and connected to a PSTN 303 and the Internet302, which further connect to a cellular phone 305 and a landline 304 orother phone that may not have internet access. As further shown, a cloudcallback platform 720 contains multiple components, including a profilemanager 721, context analysis engine 722, callback manager 723,interaction manager 725,media server 726, and a context aggregatormechanism 727, which similarly to user brands 710 may be interconnectedin various ways as depicted in the diagram, and connected to either aPSTN 303 or the internet 302.

In this embodiment, an operations analyzer 724 is present, which maydetermine a particular channel to be used to reach a callback recipientand callback requestor, for example (and not limited to), VoIP servicessuch as SKYPE™ or DISCORD™, a PSTN phone connection, any particularphone number or user accounts to connect using, or other service, todetermine the optimal method with which to reach a user during acallback. An operations analyzer 724 may also analyze and determine thepoints of failure in a cloud callback platform 720, if necessary, forexample if a callback attempt fails to connect operations analyzer 824may bridge a callback requestor and recipient using an alternatecommunication channel to complete the callback at the scheduled time.

FIG. 8 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform including a brand interface server, anintent analyzer, and a broker server, operating over a public switchedtelephone network and internet, and connected to a variety of otherbrand devices and services, according to an embodiment. According tothis embodiment, many user brands 810 are present, including PBX system811, a SIP server 812, a CRM server 813, a call router 814, and a chatserver 815, which may be connected variously to each other as shown, andconnected to a PSTN 303 and the Internet 302, which further connect to acellular phone 305 and a landline 304 or other phone that may not haveinternet access. As further shown, a cloud callback platform 820contains multiple components, including a profile manager 821, contextanalysis engine 822, callback manager 823, interaction manager 825,media server 826, and a context aggregator mechanism 826, whichsimilarly to user brands 810 may be interconnected in various ways asdepicted in the diagram, and connected to either a PSTN 303 or theinternet 302.

Present in this embodiment is a brand interface server 830, which mayexpose the identity of, and any relevant API's or functionality for, anyof a plurality of connected brands 810, to an intent analyzer 840. Inthis way, elements of a cloud callback platform 820 may be able toconnect to, and interact more directly with, systems and applicationsoperating in a business' infrastructure such as a SIP server 812, whichmay be interfaced with a profile manager 821 to determine the exactnature of a user's profiles, sessions, and interactions in the systemfor added precision regarding their possible availability and mostimportantly, their identity. An intent analyzer 840 may analyze spokenwords or typed messages from a user that initiated the callback request,to determine their intent for a callback, as well as forward datareceived from a brand interface server. For example, their intent may beto have an hour-long meeting, which may factor into the decision by acloud callback platform 820 to place a call shortly before one or bothusers may be required to start commuting to or from their workplace. Anintent analyzer 840 may forward all data through a broker server 850which may allocate specific actions and responses to take betweenthird-party brands 810 and cloud callback platform 820 components, asneeded, as well as forward all data from the exposed and interfacedelements with the cloud callback platform 820.

FIG. 9 is a diagram illustrating trust circles of levels of privacy fora user of a cloud callback platform, according to an aspect. These trustcircles are data constructs enforced by a privacy server 621 which aredetermined with a profile manager 622, which indicate the level of trustthat callers may possess, and therefore the system's ability to schedulea callback with the caller and the recipient. A caller who calls from arecognized brand 910, for example a company's phone forwarded throughtheir PBX 611, may be recognized as having the highest level of trust,due to coming from a recognized source within the same organization.Family 920 may (for example) be the second highest level of trust,allowing for just as many privileges with callbacks, or perhapsrestricting callback requests to only certain hours, to prevent usersfrom being disrupted during certain work hours. A callback recipient'sfriends 930 may occupy a level of trust lower than that of family,representing users less-trusted than family 920 callers, and may yethave more restricted access to making callback requests for a user, anda continuing, descending hierarchy may be used to model additionallevels of trust. For example, additional trust levels may include (butare not limited to) social media 940 recognized users, colleagues 950which may represent individuals only loosely affiliated with a potentialcallback recipient, and untrusted 960, representing users who are knownto the system and deemed banned or untrustworthy, having the lowestability to request an automated callback connection with a user.

A further level of trust may exist, outside of the trust-circleparadigm, representing unknown contacts 970, which, depending on thesettings for an individual user or an organization using a cloudcallback platform system 620, may be unable to request callbacks, or mayonly be able to request callbacks at certain restricted hours until theyare set to a higher level of trust in the system, according to apreferred embodiment.

As shown in FIG. 9, trust circles need not be implicitly hierarchical innature and may overlap in various ways similar to a logical Venndiagram. For example one individual may be a friend and also known onsocial media, or someone may be both family and a colleague (as iscommonplace in family businesses or large companies that may employ manypeople). As shown, anybody may be considered “untrusted” regardless oftheir other trust groupings, for example if a user does not wish toreceive callbacks from a specific friend or coworker. While thearrangement shown is one example, it should be appreciated that a widevariety of numerous overlapping configuration may be possible witharbitrary complexity, as any one person may be logically placed withinany number of groups as long as the trust groupings themselves are notexclusive (such as a group for coworkers and one for individuals outsidethe company).

Expanding on the notion of trust circles, there may also be logical“ability” circles that correspond to various individuals' capabilitiesand appropriateness for various issues, such as (for example) techsupport skill or training with specific products, or whether a member ofa brand 910 is actually a member of the best brand to handle a specificreason for a callback, based on the callback request context. Forexample, a customer requesting a callback for assistance with booking aflight may not be adequately served by employees of airlines that don'toffer flights to their intended destination, so combining the brandtrust zone 910 with a capability map would indicate to the callbacksystem which individuals are more appropriate for the callback inquestion. This expands from merely trusting certain users and discardingothers, to a form of automated virtual concierge service that finds theuser for a callback request that is most capable and relevant to therequest, ensuring optimum handling of the callback requestor's needs.

FIG. 13 is a block diagram illustrating an exemplary system architecturefor a cloud callback platform further comprising an exemplary system forsecure transitory data storage and management, according to oneembodiment. According to an embodiment, cloud callback platform 101 mayfurther comprise a vault manager 1310 which may be used to implement asystem for secure transitory data storage and management. Vault manager1310 may be used to store data containers, encrypt the data stored in adata container, and manage data container interactions. A data containermay be created as a temporary repository for user-selected preferenceswhich may be shared with another user. In addition to user-selectedpreferences, a data container creator may also define container accessrules which place limits on the accessibility and availability of dataput inside the data container. In this way, consumers may have greatercontrol over their own data by allowing them to choose which of theirdata to share and by allowing them to define rules which govern accessto their data. Consumers 110, enterprises 120, and user brands 130 canall create a data container. Data containers may be identified by andlinked to the personal phone number of the individual or entity whichcreated the data container.

Prior to executing a phone call an individual or entity may create adata container, identified by the personal phone number of the containercreator, which may be used to store a set of preferences. The phone callmay then be executed and intercepted by interaction manager 165 whichforwards the intercepted call to a callback manager 155 which creates acallback object. Upon creation of the callback object, the callbackmanager 155 may forward the phone number associated with the interceptedcall to vault manager 1310. Responsive to the received phone number,vault manager 1310 retrieves the data container, identified by thereceived phone number, from the computing device of the containercreator. After the correct container has been retrieved, vault manager1310 combines the phone numbers of the callee and the intended callrecipient and creates a hash used as a password for access to thepreferences stored in the data container. The created password has theproperties of being unique and ephemeral in that it only lasts as longas the user-defined access rules stipulate. Vault manager 1310 may alsoencrypt the data stored in the data containers, adding additional dataprivacy and security resilience on top of the generated hash password.The encrypted data container may be stored within a database for storageuntil the container is deleted by its creator or until the user-definedtime period of container existence is surpassed. At this point, if thecall recipient is available then the cloud callback platform 101 willconnect the two parties (the callee and call recipient) and the callrecipient (or the other of the two parties which did not create the datacontainer), via a computing device, will be prompted to comply with theuser-defined container access rules. If the call recipient agrees tocomply with the user-defined rules, then the call recipient will be ableto access the data container. If, however, the call recipient does notagree to comply with the user-defined rules, then the call recipientwill not be able to access the data container. If the call cannot beconnected, then a callback may be scheduled and the data container maybe placed in storage and linked to the callback object associated withthe intercepted call. At the later scheduled callback time, the datacontainer may be retrieved from storage and sent to the callbackrecipients computing device upon agreement of user-defined rules.

As an example, a junior software engineer may want to discuss with asenior engineer a section of code which is particularly buggy and notproducing the required output. Prior to calling the senior engineer, thejunior engineer creates a data container and places the section of codein the data container. The junior engineer defines the access rules ofthe container by giving access to the senior engineer for a time periodof one week as well as granting editing permissions to the seniorengineer. The junior engineer calls the senior engineer and during theircall the data container is retrieved and a hash password is createdusing the personal phone numbers of both the junior and senior engineer.The senior engineer could then view the buggy section of code and editit as necessary while talking on the phone with the junior engineer.

Cloud callback platform 110, via vault manager 1310, may be able togenerate default data containers for callee's who have not created adata container. When a system user places a call or sends a datamessage, interaction manager 165 may intercept the call or data messageand the callback manager 155 creates a callback object. If vault manager1310 cannot locate and retrieve a data container, then any availableprofile information associated with the callee or data message sendermay be sent from profile manager 150 to vault manager 1310.Additionally, context analysis engine 160 may determine context contentdata derived from the call or data message and send the context contentdata to vault manager 1310. Vault manager 1310 may create a defaultcontainer with default preferences based upon profile information andcontext content data. The default data container may then be encryptedand a hash password created to limit container access to only the calleeand call recipient.

As an example, a consumer logs onto a bank's website and begins awebchat asking about home lending rates and refinancing, but in themiddle of the conversation the consumer forgot he had to pick his kidsup from school and quickly requests a callback to continue theconversation. Prior to the webchat the consumer did not set up a datacontainer. Cloud callback platform 101 may feed the webchat messagesinto the context analysis engine 160 which determines context contentdata which indicates the consumer was interested in securing a homeloan. Vault manager 1310 may use this context content data to create adefault data container in which the consumer can place the requireddocumentation needed when applying for a home loan, such as taxstatements, proof of income, proof of identification, etc. This defaultdata container may then be stored and linked to the callback objectassociated with the consumer. Prior to the scheduled callback time, theconsumer may view the default data container and define the access rulesfor the default container. In another embodiment, vault manager 1310 mayestablish default access rules for a created default data container. Inthe case of a default container for home loan application, default rulesmay be defined such that access is restricted to the consumer and a bankloan officer, an access time limit of 30 days, and read-only access tothe data contained therein. These default rules may be amended by theconsumer at his discretion. When the scheduled callback is executed theconsumer and the loan officer may both access the default data containerand the loan officer may instruct the consumer how to upload therequired data to the default container in order to start the home loanapplication process.

FIG. 14 is a block diagram illustrating an exemplary aspect of a systemfor secure transitory data storage and management, a vault manager 1310,according to an embodiment. According to an embodiment, vault manager1310 may comprise a container retriever 1400, an encryption and securitymodule 1410, a default container module 1420, an audit logger 1430, avault storage device 1440, and a domain-specific database(s) 1450.Container retriever 1400 may receive a container identifier 1401 fromcallback manager 155. In a preferred embodiment, the containeridentifier 1401 may be a personal phone number associated with thecreator of the data container object. In other embodiments, thecontainer identifier 1401 may be, for example, a username, social mediahandle, email address, or other unique identifier. Container retriever1400 may retrieve containers and container data 1403 from a computingdevice associated with individual or entity associated with thecontainer identifier 1401. After a container has been retrieved, anencryption and security module 1410 may be used to create a password foraccessing the data container as well as encrypt the data containedwithin the data container. In one embodiment, the personal phone numberof the container creator (e.g., caller) and the personal phone number ofa call recipient may be combined by encryption and security module 1410in order to create a hash to act as a time bound security key foraccessing the data container. To encrypt the data located within thecontainer, encryption and security module 1410 may use one or more ofthe numerous encryption methods known to one skilled in the artincluding, but not limited to, symmetric key cryptography where thesender and receiver share a similar key that can be used for encryptionand decryption, hash functions where there is no key just a hash valueto encrypt, and public key cryptology where two keys exist, a public keyfor encryption and a private key is used for decryption. Once the datacontainer has been encrypted, it may be sent to vault storage 1440 fortemporary storage until the container is deleted by its creator or untilthe creator-defined lifetime of the container is surpassed.

Vault manager 1310 may establish default preferences stored inside adefault data container if a caller or data message sender does not haveor has not created his or her own preferences. According to anembodiment, vault manager 1310, via a default container module 1420, mayreceive profile data 1402 associated with a callee or data messagesender, if any such profile data is available. Profile data 1402 maycomprise the following, but is not limited to, username, email, phonenumber, and any other unique identifier, preferred callback mode (e.g.,text message, phone call, webchat, etc.), availability, and other userpreferences. Default container module 1420 may also receive contextcontent data 1404 which is context data derived from user interactionswith cloud callback platform 101. Default container module 1420 may usethe available profile data 1402 when defining the default access rulesfor the default container. If there is no available profile data 1404,then default container module 1420 may reference domain-specificdatabase(s) 1450 to retrieve any pre-defined domain specific rules thatmay exist. Domain-specific database(s) 1450 may store a variety of datarelated to a domain related to a given enterprise which may be utilizingcloud callback platform 101. For example, a banking institutionutilizing cloud callback platform 101 may define defaultcontainer-access rules for each of the different divisions of thecompany: advertising, public relations, auto loans, home loans, telleractivities, management, and accounting could all have their own set ofaccess rules defined by the bank. In addition to the pre-defined rules,for each of the different divisions there could also be pre-selectedpreferences associated with default containers created for that division(e.g., domain). Default container manager 1420 may create a default datacontainer for a system user by using the received context content data1404 and, if available, pre-defined domain-specific rules andpreferences stored in domain-specific database(s) 1450. Once a defaultdata container has been created the container data is then encrypted anda container password may be created. The encrypted data container may bestored in vault storage 1440. The default container is then linked tothe callback object associated with initial caller or data messagesender, and may be retrieved when the scheduled callback is executed.After creation of the default data container and prior to the scheduledcallback executing, the caller may receive an alert (e.g., textnotification) that a data container has been created responsive tocaller initiated callback request and that it is available for review.During review, the caller can view, edit, or approve the default rulesand preferences.

According to an embodiment, vault manager 1310 may comprise an auditlogger 1430 which may record a detailed audit log to track whatindividuals or entities may be accessing a data container and to trackany changes that may be made to data stored within a data container.There are a number of suitable ways known to one skilled in the art fortracking and logging access to systems and applications. In oneembodiment, vault manager 1310 may implement a blockchain to implementan audit logger 1430 for tracking and logging access to data containersand the data stored therein.

Detailed Description of Exemplazy Aspects

FIG. 10 is a method diagram illustrating the use of a cloud callbackplatform for callback management, according to an embodiment. Accordingto an embodiment, a cloud callback platform 220 must receive a requestfor a callback to a callback recipient, from a callback requester 1010.This refers to an individual calling a user of a cloud callback system220, being unable to connect for any reason, and the system allowing thecaller to request a callback, thus becoming the callback requester, fromthe callback recipient, the person they were initially unable to reach.A callback object is instantiated 1020, using a callback manager 223,which is an object with data fields representing the various parts ofcallback data for a callback requester and callback recipient, and anyrelated information such as what scheduled times may be possible forsuch a callback to take place. Global profiles may then be retrieved1030 using a profile manager 221 in a cloud callback system, as well asan analysis of environmental context data 1040, allowing for the systemto determine times when a callback may be possible for a callbackrequestor and callback recipient both 1050. When such a time arrives, afirst callback is attempted 1060 to the callback requestor or callbackrecipient, and if this succeeds, a second call is attempted to thesecond of the callback requestor and callback recipient 1070, allowing amedia server 225 to bridge the connection when both are online, beforedeleting the callback object 1080.

FIG. 11 is a method diagram illustrating the use of a cloud callbackplatform for generating a context summary report from a voice call,according to an embodiment. In this embodiment, a cloud callbackplatform 101 must receive a client call 1105 to a business or serviceagent. A callback manager 155 initiates a session in response toreception of the client call 1110. The client may select or respond toat least one call menu option 1115 before a callback is requested or acall disconnects 1120. At that time the callback manager creates acallback object 1125 which can be used to manage, analyze, and executecallbacks between a callback requester and a callback recipient. Anyavailable selections or responses to call menu options may be tagged assession attributes. Session attributes may be sent to and analyzed by acontext analysis engine 160 which determines, generates, or derivescontextual context 1130 related to the callback requester, the callbackrecipient, and the session attributes. The generated context content maybe sent to context aggregator mechanism 175 which can generate a contextsummary report 1135. The context summary report 1135 may be formatted ina variety of ways such as (but not limited to) American standard codefor information interchange (“ASCII”), extensible markup language(“XML”), hypertext markup language (“HTML”), or binary format foruseability with a bot or script. The callback manager 155 may obtain thecontext summary report and link it to the callback object 1125. Thecallback manager 155 may send the context summary report, via a mediaserver 170, to a computing device of the callback recipient 1145.

FIG. 12 is a block flow diagram illustrating an exemplary method forgenerating a context summary report from a text based data messagesession, according to an embodiment. In this embodiment, a cloudcallback platform 101 must receive a text based data message 1201 from aclient to a service agent. When a data message is received, a callbackmanager 155 may initiate a session 1202 that facilitates interactivecommunication between a client and service agent computing device. Thecallback manager may also replicate the data message 1203 and store itin a user profile managed by a profile manager 150. Session attributesand the data message (e.g., a replication) may be sent to a contextanalysis engine 160 which may determine, generate, or derive contextualcontent. Both the context content and data message may be sent to acontext aggregator 175 which merges the two components to create acontext summary report 1204. The context summary report may be sent to aservice or contact center agent computing device 1206. Next, a contactcenter agent may respond 1206, in a manner informed by the contextsummary report, to the customer data message. At this point, the clientmay request a callback 1207. If no callback is requested, but rather theclient sends another data message continuing the discussion (e.g.,conversation) with the contact center agent, then the process repeatsitself. If, however, a callback is requested then the callback manager155 will create a callback object 1208, link the callback object withthe session 1209, and schedule a callback 1210. The cloud based platform101 may automatically send to the callback requester, a data messagewhich contains the scheduled callback time 1211. A client may respond1212 to the automated data message by accepting or rejecting thescheduled callback time. A client may respond in a variety of ways suchas (but not limited to) using words, emojis, characters, or evenpictures. The cloud callback platform 101 may utilize the contextanalysis engine 160 to determine the intent of a client response to ascheduled callback time. If the client responds in a negative way, thenthe callback manager schedule a new callback time 1210 and anotherautomated data message is sent to the client asking for confirmation ofthe revised callback time. If the client responds in an affirmativemanner, then the callback manager 155 may link the context summaryreport to the callback object 1213 and then the cloud callback platform101 may execute the callback at the scheduled time 1214.

FIG. 15 is a flow diagram illustrating an exemplary method 1500 formanaging data container interactions between a customer and anenterprise, according to an embodiment. The process begins prior to asystem user placing a phone call, a personal number associated with thecustomer creates a container with preferences 1501. The preferences maybe used to establish the parameters of the data container. For example,preferences may include, but are not limited to, what data and datapermissions may be stored in the container, how the recipient (i.e., anenterprise or company) of the container may access the data container,when and for how long the enterprise may access the data container, andwho (i.e., what enterprise) may access the data container. Then thecontainer is sent to a vault manager which encrypts the data(preferences) stored in the data container 1502. Vault manager thenstores the encrypted container in a vault database 1503. Once thecustomer places the phone call and the initial conversation betweencustomer and the enterprise occurs, the vault manager locates andretrieves the stored container for the other side of the number (i.e.,the enterprise) 1504. Vault manager may then take the combination of thetwo phone numbers to create a hash used as a time-bound security keypassword for accessing the data container 1505. This hash key has theproperties of being unique to the two callers and ephemeral as itexpires in accordance with the time preferences established by thecontainer creator. The system then links the password with the datacontainer and stores the password in vault database 1506. The systemalso generates and maintains an audit log of container activity duringthe initial conversation 1507. The audit log is maintained throughoutthe lifetime of the data container, and tracks all interactionsassociated with the data container. Finally, the system may delete adata container at the request of the container creator or if the timepreference limit has been surpassed, or the system may continue storingthe vault in the database if the time limit has not been surpassed.

FIG. 16 is a flow diagram illustrating an exemplary method 1600 forcreating a default data container, according to an embodiment. Accordingto an embodiment, the process begins when a customer places a call orsends one or more data messages to an enterprise without creating acontainer with preferences and a callback may requested 1601. A contextanalysis engine may generate context content data using the call data orby using the one or more data messages 1602. Context analysis engine canparse the call or message data to determine customer intent, sentiment,and purpose for contacting the enterprise. Customer profile data may beretrieved from a database, if such data is available 1603. Any availableprofile data and the context content data are sent to and received by avault manager and used to establish default preferences and to create adefault container 1604. Additionally, vault manager may use adomain-specific database with pre-defined rules and preferences specificto the enterprise to establish default preferences. For example, contextcontent data may indicate the customer was unhappy and calling aboutcancelling his service, and so a default container may be created whichutilizes pre-defined enterprise rules and preferences related tocustomer retention. After creation, the default container is encryptedand stored in vault database 1605. The default container is then linkedto the callback object associated with the callback request of thecustomer 1606. The customer may be alerted to the creation of thedefault container and may then access and edit the default container ifnecessary 1607. The customer may be able to edit the default preferencesto his or her liking. The scheduled callback is executed, the twoparties are connected, and the vault manager retrieves the defaultcontainer 1608. The vault manager then combines the two phone numbers tocreate a hash used as a time-bound security key password for accessingdefault container, and the password is stored in vault database 1609.

Hardware Architecture

Generally, the techniques disclosed herein may be implemented onhardware or a combination of software and hardware. For example, theymay be implemented in an operating system kernel, in a separate userprocess, in a library package bound into network applications, on aspecially constructed machine, on an application-specific integratedcircuit (ASIC), or on a network interface card.

Software/hardware hybrid implementations of at least some of the aspectsdisclosed herein may be implemented on a programmable network-residentmachine (which should be understood to include intermittently connectednetwork-aware machines) selectively activated or reconfigured by acomputer program stored in memory. Such network devices may havemultiple network interfaces that may be configured or designed toutilize different types of network communication protocols. A generalarchitecture for some of these machines may be described herein in orderto illustrate one or more exemplary means by which a given unit offunctionality may be implemented. According to specific aspects, atleast some of the features or functionalities of the various aspectsdisclosed herein may be implemented on one or more general-purposecomputers associated with one or more networks, such as for example anend-user computer system, a client computer, a network server or otherserver system, a mobile computing device (e.g., tablet computing device,mobile phone, smartphone, laptop, or other appropriate computingdevice), a consumer electronic device, a music player, or any othersuitable electronic device, router, switch, or other suitable device, orany combination thereof. In at least some aspects, at least some of thefeatures or functionalities of the various aspects disclosed herein maybe implemented in one or more virtualized computing environments (e.g.,network computing clouds, virtual machines hosted on one or morephysical computing machines, or other appropriate virtual environments).

Referring now to FIG. 17, there is shown a block diagram depicting anexemplary computing device 10 suitable for implementing at least aportion of the features or functionalities disclosed herein. Computingdevice 10 may be, for example, any one of the computing machines listedin the previous paragraph, or indeed any other electronic device capableof executing software- or hardware-based instructions according to oneor more programs stored in memory. Computing device 10 may be configuredto communicate with a plurality of other computing devices, such asclients or servers, over communications networks such as a wide areanetwork a metropolitan area network, a local area network, a wirelessnetwork, the Internet, or any other network, using known protocols forsuch communication, whether wireless or wired.

In one aspect, computing device 10 includes one or more centralprocessing units (CPU) 12, one or more interfaces 15, and one or morebusses 14 (such as a peripheral component interconnect (PCI) bus). Whenacting under the control of appropriate software or firmware, CPU 12 maybe responsible for implementing specific functions associated with thefunctions of a specifically configured computing device or machine. Forexample, in at least one aspect, a computing device 10 may be configuredor designed to function as a server system utilizing CPU 12, localmemory 11 and/or remote memory 16, and interface(s) 15. In at least oneaspect, CPU 12 may be caused to perform one or more of the differenttypes of functions and/or operations under the control of softwaremodules or components, which for example, may include an operatingsystem and any appropriate applications software, drivers, and the like.

CPU 12 may include one or more processors 13 such as, for example, aprocessor from one of the Intel, ARM, Qualcomm, and AMD families ofmicroprocessors. In some aspects, processors 13 may include speciallydesigned hardware such as application-specific integrated circuits(ASICs), electrically erasable programmable read-only memories(EEPROMs), field-programmable gate arrays (FPGAs), and so forth, forcontrolling operations of computing device 10. In a particular aspect, alocal memory 11 (such as non-volatile random access memory (RAM) and/orread-only memory (ROM), including for example one or more levels ofcached memory) may also form part of CPU 12. However, there are manydifferent ways in which memory may be coupled to system 10. Memory 11may be used for a variety of purposes such as, for example, cachingand/or storing data, programming instructions, and the like. It shouldbe further appreciated that CPU 12 may be one of a variety ofsystem-on-a-chip (SOC) type hardware that may include additionalhardware such as memory or graphics processing chips, such as a QUALCOMMSNAPDRAGON™ or SAMSUNG EXYNOS™ CPU as are becoming increasingly commonin the art, such as for use in mobile devices or integrated devices.

As used herein, the term “processor” is not limited merely to thoseintegrated circuits referred to in the art as a processor, a mobileprocessor, or a microprocessor, but broadly refers to a microcontroller,a microcomputer, a programmable logic controller, anapplication-specific integrated circuit, and any other programmablecircuit.

In one aspect, interfaces 15 are provided as network interface cards(NICs). Generally, NICs control the sending and receiving of datapackets over a computer network; other types of interfaces 15 may forexample support other peripherals used with computing device 10. Amongthe interfaces that may be provided are Ethernet interfaces, frame relayinterfaces, cable interfaces, DSL interfaces, token ring interfaces,graphics interfaces, and the like. In addition, various types ofinterfaces may be provided such as, for example, universal serial bus(USB), Serial, Ethernet, FIREWIRE™, THUNDERBOLT™, PCI, parallel, radiofrequency (RF), BLUETOOTH™, near-field communications (e.g., usingnear-field magnetics), 802.11 (WiFi), frame relay, TCP/IP, ISDN, fastEthernet interfaces, Gigabit Ethernet interfaces, Serial ATA (SATA) orexternal SATA (ESATA) interfaces, high-definition multimedia interface(HDMI), digital visual interface (DVI), analog or digital audiointerfaces, asynchronous transfer mode (ATM) interfaces, high-speedserial interface (HSSI) interfaces, Point of Sale (POS) interfaces,fiber data distributed interfaces (FDDIs), and the like. Generally, suchinterfaces 15 may include physical ports appropriate for communicationwith appropriate media. In some cases, they may also include anindependent processor (such as a dedicated audio or video processor, asis common in the art for high-fidelity AN hardware interfaces) and, insome instances, volatile and/or non-volatile memory (e.g., RAM).

Although the system shown in FIG. 17 illustrates one specificarchitecture for a computing device 10 for implementing one or more ofthe aspects described herein, it is by no means the only devicearchitecture on which at least a portion of the features and techniquesdescribed herein may be implemented. For example, architectures havingone or any number of processors 13 may be used, and such processors 13may be present in a single device or distributed among any number ofdevices. In one aspect, a single processor 13 handles communications aswell as routing computations, while in other aspects a separatededicated communications processor may be provided. In various aspects,different types of features or functionalities may be implemented in asystem according to the aspect that includes a client device (such as atablet device or smartphone running client software) and server systems(such as a server system described in more detail below).

Regardless of network device configuration, the system of an aspect mayemploy one or more memories or memory modules (such as, for example,remote memory block 16 and local memory 11) configured to store data,program instructions for the general-purpose network operations, orother information relating to the functionality of the aspects describedherein (or any combinations of the above). Program instructions maycontrol execution of or comprise an operating system and/or one or moreapplications, for example. Memory 16 or memories 11, 16 may also beconfigured to store data structures, configuration data, encryptiondata, historical system operations information, or any other specific orgeneric non-program information described herein.

Because such information and program instructions may be employed toimplement one or more systems or methods described herein, at least somenetwork device aspects may include nontransitory machine-readablestorage media, which, for example, may be configured or designed tostore program instructions, state information, and the like forperforming various operations described herein. Examples of suchnontransitory machine-readable storage media include, but are notlimited to, magnetic media such as hard disks, floppy disks, andmagnetic tape; optical media such as CD-ROM disks; magneto-optical mediasuch as optical disks, and hardware devices that are speciallyconfigured to store and perform program instructions, such as read-onlymemory devices (ROM), flash memory (as is common in mobile devices andintegrated systems), solid state drives (SSD) and “hybrid SSD” storagedrives that may combine physical components of solid state and hard diskdrives in a single hardware device (as are becoming increasingly commonin the art with regard to personal computers), memristor memory, randomaccess memory (RAM), and the like. It should be appreciated that suchstorage means may be integral and non-removable (such as RAM hardwaremodules that may be soldered onto a motherboard or otherwise integratedinto an electronic device), or they may be removable such as swappableflash memory modules (such as “thumb drives” or other removable mediadesigned for rapidly exchanging physical storage devices),“hot-swappable” hard disk drives or solid state drives, removableoptical storage discs, or other such removable media, and that suchintegral and removable storage media may be utilized interchangeably.

Examples of program instructions include both object code, such as maybe produced by a compiler, machine code, such as may be produced by anassembler or a linker, byte code, such as may be generated by forexample a JAVA™ compiler and may be executed using a Java virtualmachine or equivalent, or files containing higher level code that may beexecuted by the computer using an interpreter (for example, scriptswritten in Python, Perl, Ruby, Groovy, or any other scripting language).

In some aspects, systems may be implemented on a standalone computingsystem. Referring now to FIG. 18, there is shown a block diagramdepicting a typical exemplary architecture of one or more aspects orcomponents thereof on a standalone computing system.

Computing device 20 includes processors 21 that may run software thatcarry out one or more functions or applications of aspects, such as forexample a client application 24. Processors 21 may carry out computinginstructions under control of an operating system 22 such as, forexample, a version of MICROSOFT WINDOWS™ operating system, APPLE macOS™or iOS™ operating systems, some variety of the Linux operating system,ANDROID™ operating system, or the like. In many cases, one or moreshared services 23 may be operable in system 20, and may be useful forproviding common services to client applications 24. Services 23 may forexample be WINDOWS™ services, user-space common services in a Linuxenvironment, or any other type of common service architecture used withoperating system 21. Input devices 28 may be of any type suitable forreceiving user input, including for example a keyboard, touchscreen,microphone (for example, for voice input), mouse, touchpad, trackball,or any combination thereof. Output devices 27 may be of any typesuitable for providing output to one or more users, whether remote orlocal to system 20, and may include for example one or more screens forvisual output, speakers, printers, or any combination thereof. Memory 25may be random-access memory having any structure and architecture knownin the art, for use by processors 21, for example to run software.Storage devices 26 may be any magnetic, optical, mechanical, memristor,or electrical storage device for storage of data in digital form (suchas those described above, referring to FIG. 17). Examples of storagedevices 26 include flash memory, magnetic hard drive, CD-ROM, and/or thelike.

In some aspects, systems may be implemented on a distributed computingnetwork, such as one having any number of clients and/or servers.Referring now to FIG. 19, there is shown a block diagram depicting anexemplary architecture 30 for implementing at least a portion of asystem according to one aspect on a distributed computing network.According to the aspect, any number of clients 33 may be provided. Eachclient 33 may run software for implementing client-side portions of asystem; clients may comprise a system 20 such as that illustrated inFIG. 18. In addition, any number of servers 32 may be provided forhandling requests received from one or more clients 33. Clients 33 andservers 32 may communicate with one another via one or more electronicnetworks 31, which may be in various aspects any of the Internet, a widearea network, a mobile telephony network (such as CDMA or GSM cellularnetworks), a wireless network (such as WiFi, WiMAX, LTE, and so forth),or a local area network (or indeed any network topology known in theart; the aspect does not prefer any one network topology over anyother). Networks 31 may be implemented using any known networkprotocols, including for example wired and/or wireless protocols.

In addition, in some aspects, servers 32 may call external services 37when needed to obtain additional information, or to refer to additionaldata concerning a particular call. Communications with external services37 may take place, for example, via one or more networks 31. In variousaspects, external services 37 may comprise web-enabled services orfunctionality related to or installed on the hardware device itself. Forexample, in one aspect where client applications 24 are implemented on asmartphone or other electronic device, client applications 24 may obtaininformation stored in a server system 32 in the cloud or on an externalservice 37 deployed on one or more of a particular enterprise's oruser's premises. In addition to local storage on servers 32, remotestorage 38 may be accessible through the network(s) 31.

In some aspects, clients 33 or servers 32 (or both) may make use of oneor more specialized services or appliances that may be deployed locallyor remotely across one or more networks 31. For example, one or moredatabases 34 in either local or remote storage 38 may be used orreferred to by one or more aspects. It should be understood by onehaving ordinary skill in the art that databases in storage 34 may bearranged in a wide variety of architectures and using a wide variety ofdata access and manipulation means. For example, in various aspects oneor more databases in storage 34 may comprise a relational databasesystem using a structured query language (SQL), while others maycomprise an alternative data storage technology such as those referredto in the art as “NoSQL” (for example, HADOOP CASSANDRA™, GOOGLEBIGTABLE™, and so forth). In some aspects, variant databasearchitectures such as column-oriented databases, in-memory databases,clustered databases, distributed databases, or even flat file datarepositories may be used according to the aspect. It will be appreciatedby one having ordinary skill in the art that any combination of known orfuture database technologies may be used as appropriate, unless aspecific database technology or a specific arrangement of components isspecified for a particular aspect described herein. Moreover, it shouldbe appreciated that the term “database” as used herein may refer to aphysical database machine, a cluster of machines acting as a singledatabase system, or a logical database within an overall databasemanagement system. Unless a specific meaning is specified for a givenuse of the term “database”, it should be construed to mean any of thesesenses of the word, all of which are understood as a plain meaning ofthe term “database” by those having ordinary skill in the art.

Similarly, some aspects may make use of one or more security systems 36and configuration systems 35. Security and configuration management arecommon information technology (IT) and web functions, and some amount ofeach are generally associated with any IT or web systems. It should beunderstood by one having ordinary skill in the art that anyconfiguration or security subsystems known in the art now or in thefuture may be used in conjunction with aspects without limitation,unless a specific security 36 or configuration system 35 or approach isspecifically required by the description of any specific aspect.

FIG. 20 shows an exemplary overview of a computer system 40 as may beused in any of the various locations throughout the system. It isexemplary of any computer that may execute code to process data. Variousmodifications and changes may be made to computer system 40 withoutdeparting from the broader scope of the system and method disclosedherein. Central processor unit (CPU) 41 is connected to bus 42, to whichbus is also connected memory 43, nonvolatile memory 44, display 47,input/output (I/O) unit 48, and network interface card (NIC) 53. I/Ounit 48 may, typically, be connected to peripherals such as a keyboard49, pointing device 50, hard disk 52, real-time clock 51, a camera 57,and other peripheral devices. NIC 53 connects to network 54, which maybe the Internet or a local network, which local network may or may nothave connections to the Internet. The system may be connected to othercomputing devices through the network via a router 55, wireless localarea network 56, or any other network connection. Also shown as part ofsystem 40 is power supply unit 45 connected, in this example, to a mainalternating current (AC) supply 46. Not shown are batteries that couldbe present, and many other devices and modifications that are well knownbut are not applicable to the specific novel functions of the currentsystem and method disclosed herein. It should be appreciated that someor all components illustrated may be combined, such as in variousintegrated applications, for example Qualcomm or Samsungsystem-on-a-chip (SOC) devices, or whenever it may be appropriate tocombine multiple capabilities or functions into a single hardware device(for instance, in mobile devices such as smartphones, video gameconsoles, in-vehicle computer systems such as navigation or multimediasystems in automobiles, or other integrated hardware devices).

In various aspects, functionality for implementing systems or methods ofvarious aspects may be distributed among any number of client and/orserver components. For example, various software modules may beimplemented for performing various functions in connection with thesystem of any particular aspect, and such modules may be variouslyimplemented to run on server and/or client components.

The skilled person will be aware of a range of possible modifications ofthe various aspects described above. Accordingly, the present inventionis defined by the claims and their equivalents.

What is claimed is:
 1. A system for secure storage and management oftransitory data containers, comprising: a computing device comprising amemory and a processor; a callback manager comprising a first pluralityof programming instructions stored in the memory and operating on theprocessor, wherein the first plurality of programming instructions,cause the computing device to: initiate a session when first contact ismade with a caller; send session attributes to at least one of a contextanalysis engine and a data message aggregator; and a context analysisengine comprising a second plurality of programming instructions storedin the memory and operating on the processor, wherein the secondplurality of programming instructions, cause the computing device to:receive the session attributes; generate, in response to the sessionattributes, context content pertaining to at least one of the callbackrequester, the callback recipient, and the session attributes; forwardthe context content to a vault manager; the vault manager comprising athird plurality of programming instructions stored in the memory andoperating on the processor, wherein the third plurality of programminginstructions, cause the computing device to: receive the contextcontent; receive profile data; receive a caller created data container,wherein the data container comprises caller defined preferences; encryptthe preferences stored within the caller created data container; storethe encrypted data container in the memory of the computing device;retrieve the data container from the memory when the caller and the callrecipient have an initial conversation; create a hash password that boththe caller and call recipient can use to access the data container; anddelete the data container at the container creator's request or when thecaller defined timeline of existence preference has been surpassed. 2.The system of claim 1 wherein if a caller created data container is notreceived, a default container is created with a set of defaultpreferences established using the context content and the profile data.3. The system of claim 2 wherein the default preferences are encrypted,and the encrypted default data container is stored in the memory of thecomputing device.
 4. The system of claim 2 wherein a hash password iscreated for the default data container.
 5. The system of claim 1 whereinthe hash password is generated by combining the two phone numbers of thecaller and a call recipient.
 6. The system of claim 1 further comprisingan audit logger comprising a fourth plurality of programminginstructions stored in the memory and operating on the processor,wherein the fourth plurality of programming instructions, cause thecomputing device to: create a blockchain to keep a detailed record ofdata container access and interaction.
 7. A method for secure storageand management of transitory data containers, comprising the steps of:initiating a session when first contact is made with a callbackrequestor; sending session attributes to a context analysis engine;receiving the session attributes; generating, in response to the sessionattributes, context content pertaining to at least one of the callbackrequestor, the callback recipient, and the session attributes;forwarding the context content to a vault manager; receiving the contextcontent; receiving profile data; receiving a caller created datacontainer, wherein the data container comprises caller definedpreferences; encrypting the preferences stored within the caller createddata container; storing the encrypted data container in the memory ofthe computing device; retrieving the data container from the memory whenthe caller and the call recipient have an initial conversation; creatinga hash password that both the caller and call recipient can use toaccess the data container; and deleting the data container at thecontainer creator's request or when the caller defined timeline ofexistence preference has been surpassed.
 8. The method of claim 7wherein if a caller created data container is not received, a defaultcontainer is created with a set of default preferences established usingthe context content and the profile data.
 9. The method of claim 8wherein the default preferences are encrypted, and the encrypted defaultdata container is stored in the memory of the computing device.
 10. Themethod of claim 8 wherein a hash password is created for the defaultdata container.
 11. The method of claim 7 wherein the hash password isgenerated by combining the two phone numbers of the caller and a callrecipient.
 12. The method of claim 1 further comprising the steps of:creating a blockchain to keep a detailed record of data container accessand interaction.